Investigating Public Sector
Case Management
Executive Survey Summary
December 2012
Produced by:
In Partnership with:
Introduction:
Case and records management plays a crucial role in any business or government
entity. It is particularly crucial in the public sector, however, where actions must be
carefully documented and preserved for future reference. Case management is a vital
component of any successful public sector organization’s success.
Government Technology recently surveyed over 120 public sector actors in key positions
to learn how their agencies typically handle case and records management, and how
that process might change in the future. The findings illustrated that many agencies
would like to increase efficiency in their case management process, but many have not
yet taken the steps to do so. Over half of respondents listed efficiency or compliance as
the biggest driver behind case and records management in their organization, reflecting key priorities of the public sector. On the other hand, nearly half (44%) of respondents
reported still using manila folders as the primary tool for managing case files, despite the
present-day availability of automated and electronic management systems. Additionally, nearly two-thirds (62%) of respondents reported using an entirely or partially “ad hoc”
management system.
However, there are encouraging signs. For example, 10 percent of respondents
reported having implemented mobile capture technology in their case management
system to improve organizational effectiveness, with another one-third (33%) planning
to do so in the next 18 months. Overall, while case management is still a largely paperbased operation, there are clear signs that technology will play a greater role in this
area in the future.
Respondents:
This survey was completed by a random sampling of Government Technology’s subscriber base — including IT management and administrators. Respondents were
solicited via four email invitations directing them to the online questionnaire. All
aspects of this survey including questionnaire review, promotional outreach, response
capture and report preparation have been completed by Government Technology.
Note: This survey is intended to provide a general summary of Government Technology’s audience
responses to various questions on business efficiency. This summary is not intended to represent
nationally projectable results.
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Survey Highlights:
1.When you think of your organization’s records/
documents and cases, what is the most significant
business driver? Select all that apply.
4%
3%
Other
31%
Don’t know
Nearly one-third
(31%) perform
case management
primarily to improve
efficiency.
6%
Improve
efficiency
Reduce costs
12%
Improve response
times/service levels
5%
Enable greater collaboration
4%
Mitigate risks
11%
24%
Optimize
business
processes
Ensure compliance
2.What tools do you use to manage case files?
Select all that apply.
22%
SharePoint
Business process
management software
24%
11%
Process automation tool
Twenty-four percent
of respondents use
business process
management
software to manage
case files.
18%
Task management tool
17%
Don’t know
34%
Other
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0
5
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I
I
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10 15 20 25 30 35
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40
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3.How do you manage paper in case files?
3%
Don’t know
44%
18%
Manila folder
Records management
system
2%
ECM
Close to one-half
(44%) still use
manila folders to
manage case files,
while less than
one-fifth (18%)
use a records
management system.
2%
SharePoint
31%
Scan to electronic image
(PDF, Tif, etc.)
4.Is this process structured or ad-hoc?
One-third (33%)
employ a structured
case and records
management
process.
5%
Don’t know
33%
Structured
47%
Mixed
15%
Ad-hoc
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5. How much of this process is structured?
32%
7%
76-100%
Don’t know
7%
Thirty-two percent
have a process that
is 76 percent to 100
percent structured.
0-10%
23%
11-40%
31%
41-75%
6.With the proliferation of mobile devices, is
mobile capture of data a consideration for
automating processes?
22%
31%
Yes, it’s a must
Not sure
Forty-seven percent
say that mobile
capture of data is
a consideration
for automating
processes.
47%
Possibly
5
7.When thinking about mobile capture, do you have a
timeline for possible implementation?
5%
0-6 months
Over half (57%) have
no plans to implement
mobile capture in their
processes.
8%
57%
6-12 months
No, no plans to
implement
9%
13-18 months
11%
Over 18 months
10%
Already implemented
8.What is the single greatest potential benefit of
mobile capture?
The greatest
perceived benefit
of mobile capture
is improved
productivity (58%).
15%
Faster resolution
times
11%
Greater
collaboration
2%
Reduced travel
costs
14%
Other
6
58%
Improved
productivity
9.In the next 12 months, my organization is planning
to invest in: Select all that apply.
41%
37%
Document management
Mobile technologies (devices
and applications)
Workflow business process
management
Over one-third
(37%) plan to invest
in mobile devices
and applications
within the next year.
29%
28%
24%
Collaboration tools/products
Cloud computing
Enterprise content
management
21%
Web content management
21%
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0 10 20 30 40 50 60 70 80
10. Do you have a preference for case
management software over business
process management?
Less than one-fifth
(17%) prefer case
management software
over business process
management.
38%
Don’t know
17%
Yes
45%
No
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